Chartis Travel Insurance Policy – FAQs
A. Choice of Plan
Q: What is special about the Premier Plan?
For a small investment, Premier Plan offers comprehensive benefits with higher limits. You will receive unlimited protection for medical expenses whilst overseas, double indemnity of as much as $1,000,000 for accidental death due to Public Transport accident, unlimited evacuation benefits as well as many benefits as listed.
B. Application
Q: How soon can I activate Travel Guard?
Travel Guard can be activated up to 90 days prior to departure from Singapore.
Q: How can I activate Travel Guard if I am departing over the weekends / after office hours?
You can activate Travel Guard through our online Buy Now portal. Activation is immediate once your credit card is approved.
Q: Can an authorised representative apply for Travel Guard on my behalf after my departure from Singapore?
No. Travel Guard must be activated before departure from Singapore.
Q: When is the coverage for the Travel Guard policy effective?
The “Travel Cancellation” benefit is effective 60 days before your departure or on your date of application, whichever is later.
“Accidental Death & Permanent Disablement” benefit will be effective 3 hours before you depart Singapore. The coverage of these 2 benefits ends on whichever of the following events occurs first:
a) the expiry of the period specified in the Policy
b) your return to your place of permanent residence or
c) within 3 hours upon your arrival in Singapore
All other benefits will be provided only when you are abroad.
Q: I’m holding a one-way ticket, can I purchase Travel Guard?
Yes. However, please take note that :
* you must leave Singapore directly to your country of residence
* you are covered only within airport transit area during stopovers/ transfers
Q: Can I buy more than one Travel Guard policy for the same trip?
You can only be covered by ONE Travel Guard policy for the same trip.
C. Medical Expenses
Q: I suffer from medical and physical conditions. Can I claim for medical/hospital and other related expense if I need treatment while on my trip?
NO,the policy excludes pre-existing medical conditions i.e. any condition for which an Insured Person(s) received medical treatment, diagnosis, consultation or prescribed drugs within a 12 month period prior to the commencement of a trip or for which condition medical advice or treatment was recommended by a medical practitioner within such 12 month period or the condition is one which a reasonable person would be expected to be aware of within such period.
Q: Can I continue my medical treatment for injury sustained overseas, after my return to Singapore?
Yes. You have a maximum of thirty (30) days to continue treatment in Singapore or up to a maximum sum of S$50,000 for Premier Plan, S$25,000 for Superior Plan or S$12,500 for Classic Plan, whichever occurs first. The maximum amount payable for Insured Persons above 70 years of age is up to S$5,000 for Premier Plan, S$2,500 for Superior Plan or S$1,000 for Classic Plan.
Q: If I was ill overseas but did not seek medical treatment, can I do so upon my return to Singapore?
Yes. You may seek treatment in Singapore within one week of return to Singapore. You have a maximum of thirty (30) days to continue treatment in Singapore or up to a maximum sum of S$50,000 for Premier Plan, S$30,000 for Superior Plan or S$12,500 for Classic Plan, whichever occurs first. The maximum amount payable for Insured Persons over 70 years of age is up to S$5,000 for Premier Plan, S$2,500 for Superior Plan or S$1,000 for Classic Plan.
Q: Can I seek treatment from a herbalist, acupuncturist or bonesetter?
Yes. Such medical expense is payable up to a maximum of $500 per Accident.
Q: Are dental expenses covered?
Accidental dental expenses are covered, i.e. dental treatment that is necessarily incurred to restore sound and natural teeth following an Accident.
Q: I am pregnant, am I covered overseas for any pregnancy-related matters?
Yes, the policy will cover pregnancy-related issues, please refer to policy terms and conditions for exclusions.
Q: What is covered under “Hospital Visitation” ?
If You are hospitalised overseas for more than 5 days and medical condition forbids evacuation, and no adult family member is with You, We will pay the reasonable travel and hotel accommodation expenses incurred by one relative or friend of yours to stay with you until you return to Singapore.
Q: How can I claim for Emergency Telephone Charges?
We will reimburse You for telephone charges for medically related services incurred in contacting Travel Guard together with your medical receipts
Q: What is Emergency Medical Evacuation?
It is applicable when the facilities of the treatment centre overseas are unable to treat the insured for his/her injuries or sickness and the medical condition of the insured is deemed as severe and which requires the insured to be evacuated to the nearest centre of excellence for treatment. We will pay Travel Guard directly the covered expenses for such evacuation specified in the Selected Plan.
Q: Can Travel Guard arrange to repatriate the Insured Person’s mortal remains back to the country of origin other than Singapore?
YES, expenses incurred are reimbursable subject to limits specified in the Selected Plan.
D. Travel Cancellation / Curtailment
Q: I have booked a trip and now cannot travel because my employer has cancelled my leave – am I covered for travel cancellation?
No, the policy provides this coverage in the following events only:
• Major Travel Events such as natural disasters; epidemics or pandemics as declared by the World Health Organisation; major industrial accident; civil unrest, riot or commotion or strike which have all resulted in the cancellation of the Common Carrier (as defined in the policy wording) services; or any event leading to airspace or multiple airport closures;
• Death or Serious Injury or Serious Sickness or compulsory quarantine of You or Your Relative or Travel Companion;
• Serious damage to your residence in Singapore arising from fire, flood or similar natural disaster occurring within one week of departure; or
• Witness summons.
Q: What are the circumstances that I will be covered for travel curtailment?
Travel Guard will provide coverage if you need to disrupt your trip and return to Singapore due to any of these circumstances:
• Upon a Major Travel Event occurring which prevents you from continuing with your scheduled trip;
• Upon suffering from a Serious Injury or a Serious Sickness;
• Hijacking of the aircraft in which you are on board as a passenger;
• The unexpected death or Injury or Sickness of your spouse, child, parent, parent-in-law, grandparent, grandparent-in-law, grandchild, brother, sister, brother-in-law, sister-in-law, travel companion;
• Upon your quarantine; or
• Upon you or your relative being hospitalised overseas for more than 5 days or if less than 5 days, you or your relative have received medical advice against continuing with you scheduled trip.
This coverage shall extend to include expenses defined above resulting from extension of Trip due to quarantine upon medical advice.
Q: I have booked a trip to the U.S.A. but cannot get an entry visa, am I covered?
No, prohibition and regulations of countries are excluded.
Q: Will I be covered in the case of Travel Insolvency?
Travel Guard will cover the loss of irrecoverable charges or deposit in advance in the event of insolvency of a NATAS registered travel agents from which You purchased the trip.
E. Baggage
Q: If my belongings are left outside on a bench while I am in a queue are they covered if stolen?
No, you did not take all reasonable care of the property and it was left unattended.
Q: If I send a suitcase back to Singapore early, will it be covered?
No, unaccompanied baggage that is not checked in with the airline you are flying with is not covered.
Q: The customs department will not let me take foodstuff (or any of other item) into the country of my destination. May I claim it as a loss?
NO, confiscation by authorities is not covered.
Q: The foodstuff I left in the aircraft compartment turns rotten while returning back to Singapore, can I claim for it?
NO, fruits, perishables and consumables are excluded from coverage under this section. Other classes of property that are excluded from coverage are: animals, motor vehicles (including accessories), motorcycles, boats, motors, any other conveyances, snow skis, boards or toboggans, household effects, antiques, artifacts, paintings, objects of art, computers (including handheld computers, software and accessories with the exception of Lap-Top Computers), manuscript, jewellery, gem stones, watches, contact or corneal lenses, securities, musical instruments, bridges for tooth or teeth or dentures.
Q: Is my Laptop Covered?
The maximum limit for Lap-top coverage is $1,000.
Q: The original article was stolen while on the trip and the replacing article was lost a few days later – is the second article also covered?
Yes, provided proof of purchase and proof of loss can be provided for both occurrences.
Q: My jewellery was stolen during an overseas trip, will it be covered?
Travel Guard will compensate up to the limit of the chosen plan for loss of jewellery whilst overseas due to robbery.
F. Loss of Travel Documents
Q: Can I claim for my expenses overseas while waiting to obtain replacement of my passport?
Travel Guard will pay for travel and hotel expenses including cost of obtaining replacement passports, travel tickets and visa incurred overseas where such travel documents are lost overseas due to robbery, theft, burglary or natural disasters.
Q: How much can I claim for loss of money?
Travel Guard will pay for actual loss of cash of up to $300, provided that such loss arose as a result of robbery, theft, burglary or natural disasters and the cash was in your custody, care and control. Such event should be reported to the police or relevant authority having jurisdiction at the place of the loss no later than 24 hours after the incident.
Q: What happens if there’s no police station at the remote area that I visited?
You will have to report the incident at the nearest available police station within the 24 hour period.
Q: The country where I was traveling in suddenly devalued their currency. Can I claim for the loss arising from currency difference?
NO, the policy only covers you for loss of money due to theft, burglary or robbery or natural disasters.
G. Delays, Flight Diversion, Flight Overbooking.
Q: Is Baggage Delay at Singapore airport covered?
Yes, You are covered for baggage delay that occurs overseas and in Singapore. For such delay in Singapore, only $200 is payable provided the delay is for more than 6 hours.
Q: Is Travel Delay covered in Singapore when my plane does not take off due to a mechanical failure?
Yes, we will pay up to a maximum of $100 for travel delay in Singapore, provided that the delay is for more than 6 hours.
Q: The flight I am on is diverted to another destination due to adverse weather conditions, am I covered?
Travel Guard pays $100 for each 6 full consecutive hours of delay due to adverse weather conditions which prevents you from continuing with your trip as scheduled and you are delayed in arriving at your planned destination. A maximum sum of $1,000 is payable under this section.
Q: I am holding a confirmed ticket, but I was “bumped” off from the flight.
Travel Guard pays $100 (except for Classic Plan) in the event you fail to board the scheduled flight due to overbooking although you have a confirmed reservation from the airline and at least 6 consecutive hours of delay has lapsed.
H. Supplementary Benefits
Q: What does Home Guard cover?
If you select the Premier or Superior Plan, you will receive this Bonus Cover which protects you against loss or damage to your household contents caused by fire in your residence that was left vacant throughout the Trip. The maximum amount payable per household is $5,000.
Q: Does Travel Guard cover events resulting from Acts of Terrorism?
Yes, for the limits & benefits specified in the policy.
I. Others
Q: Can an Insured cancel his/her policy and get a refund?
NO refund of premiums will be allowed once the Travel Guard policy has been activated.
Q: How do you define “Relative” under the Hospital Visitation and Child Guard benefits?
“Relative” refers to your spouse, child, parent, parent-in-law, grandparent, parent-in-law, great grandparent, great grandparent-in-law, grandchild, brother, sister, niece, nephew, uncle or aunt.
Q: Are sports such as mountaineering and rock climbing covered under Travel Guard?
Travel Guard covers you for leisure amateur sports. However you are advised to review the policy for details on the extent of such coverage and the applicable exclusions under Part III- General Exclusions.
Q: How do I submit a Claim?
Refer to Claims Guide
Note: Please refer to the Policy for the specific terms, conditions and exclusions.
